Gem Windows and Doors

Windows & Doors Installation & Service
1590 The Queensway Toronto ON M8Z 1V1
Write a Review
Write a Review
Website
Star Score
StarScore uses a complex algorithm which considers a company’s review ratings, responsiveness, reputation, and recency. Learn more.

85%

This is the average rating based on homeowner reviews.
This indicates how long it's been since the last review.
Low reputation means there has been review tampering or a company request to remove a review. This score is also impacted when we do not have enough information i.e: low number of reviews.
How well a company responds to Service Requests and Reviews.
Reviews by rating (past 12 months)
Verified by HomeStars
Best of 2021 winnerBest of 2021winner

Reviews for Gem Windows and Doors

Average customer rating:
8.7 10 (384 reviews)

Sort by

Private User
Private User
Private User reviews Toronto, ON
0/10

Broke Promises, Broken Doors

I bought a garage door and a patio set from GEM for our Coach House. Paid in full. Two years later work still not completed.

They installed the garage door incorrectly so the Wi-Fi system doesn’t work. It is apparently missing parts to enable this functionality. GEM had no answers and the installer didn’t know how to install the system. This is on top of the first door being ordered the wrong size, forcing us to live with secured plywood on the opening for a year before the replacement door was provided. When the replacement door arrived, it came without the windows we ordered and paid extra for. Additionally, the hardware - handles and hinges - (which we paid extra for) have not been installed.

The Patio Door set is a complete disaster. There have been three sets of doors built for installation. The owner (and I question if he really is the owner) told me, when the first door set wouldn’t fit, it was because the manufacturer’s CNC machine was incorrectly set. The second set GEM broke the door during installation, and the third set is still awaiting a lock mechanism. Plus, there is damage to the floor tiles from their installation attempts (grout, etc.). From arrival of the first set of doors to the third set being installed was 22 months. The doors were a stock size and stock color.

Customer communication is non existent. The owner blames others – his own sales man, the door manufacturer and then my contractor. He never takes or accepts responsibility. I understand nothing runs smoothly but when you screw up you accept responsibility and move mountains to repair the error and the relationship with the customer. Jim does none of that – he blames everyone else and NEVER returns a call.

1 of 1 people found this review helpful.
Was this review helpful?
Company Response

Thank you for sharing your feedback regarding our service, we are sorry your experience did not meet your expectations, for 60 years GEM has endeavoured to attain 100% customer satisfaction and we are proud to say that in the vast majority of cases have been able to do so, but in these rare occasions when we do not, we take customer feedback very seriously and make every reasonable effort to rectify any dissatisfaction. We are currently looking into your file and investigating this issue and we will contact and advise you accordingly to a solution in due time.

Homes
Homes
1 review Toronto, ON
2/10

Windows and sliding door

Sales person was great, installers terrible, did not seal the windows because the brick was not on, did not mention this to me. Water pour into the basement wall.
The sliding door is a different white from the storm door which is grey and the mesh is coming apart. I was told that if I paid attention in the show room, I would have notice this.
The owner, Jim come up with excuses not solutions. He said he will fix the mesh at his convenience.

Was this review helpful?
Company Response

Thank you for sharing your feedback regarding our service, we are sorry your experience did not meet your expectations, for 60 years GEM has endeavoured to attain 100% customer satisfaction and we are proud to say that in the vast majority of cases have been able to do so, but in these rare occasions when we do not, we take customer feedback very seriously and make every reasonable effort to rectify any dissatisfaction.If you send your information to info@gemwindows.com, we can have this looked over by one of our management team. We will work to get this taken care of for you in a timely manner.

Regards,
Team GEM

Private User
Private User
Private User reviews Toronto, ON
10/10

Windows to match the door.

Tas at Gem provided us with exactly what we wanted. A beautiful set of windows to match the door that we purchased in October. The installers showed up right on time and proceeded to professionally install and clean up like they hadn't even been here.

Was this review helpful?
Company Response

Thank you so much for taking the time to write this review. We are very proud of all our team members and pleased our efforts resonates with you.
Thank you again for the kind words, we hope we can work together again some time.

tammymombourquette
tammymombourquette
0 reviews Toronto, ON
10/10

Storms Doors

I must say that I would definitely recommend Gem Windows and Doors to everyone. I found the process went well and the installation was done smoothly. My parents as well have used Gem Windows and Doors and was also very pleased with the services.

Was this review helpful?
Company Response

Happy to hear that our family was able to help yours! Thank you for taking the time to leave us such a great review! We look forward to working with you on your next project!

ian
ian
1 review Mississauga, ON
10/10

front door screen

Great experience from start to finish! Visited showroom placed order with Seymore, he showed us sample of door we were looking for, chose color that matched our stucco perfectly. Installer was very helpful, everything was perfect. Thank you GEM

Was this review helpful?
Company Response

Happy to hear how satisfied you were with our service! Can't wait to work with you on your next project!

Kate in Nepean
Kate in Nepean
0 reviews Ottawa, ON
10/10

3rd house - 3rd time

Third time using GEM. They have been in business so long that the owner and I caught up on our lives over the past 10 years. Installed sliding doors (replacing a window) and carefully removed bricks. It looks fantastic. Also replaced another window with one solid pane and it makes it look massive. If I had the $ I would place an order for my remaining windows. When the measurer came (Walter) he repaired my gate that had a broken hinge and the installer (Joe) fixed a window track as courtesies. Melissa did everything to align the schedule with mine.

Was this review helpful?
Company Response

Happy to work with you on each project!! Thanks for taking the time to leave us a review! Looking forward to the 4th!

Mike Sabourin from Toronto
Mike Sabourin from Toronto
2 reviews Toronto, ON
10/10

Replacement sliding glass patio doors

Replacement sliding patio doors
Recently, the glass seals in our sliding patio doors failed and we were left with moisture constantly undulating between panes like a lava lamp from the 60s. We researched the market for replacement doors and eventually met with Spiros, the owner of GEM Windows & Doors on The Queensway in Etobicoke. He showed us 3 products at 3 different price points and thoroughly explained the features of each. We chose the least expensive unit and then Spiros told us he might be able to get us an equivalent quality product from a different manufacturer for even less money – we were all in. Given current Covid-19 manufacturing issues, our delivery timeline was 4 to 6 weeks. In just about 4 weeks to the day, our product arrived, an installation appointment was scheduled for the next business day, the installers arrived at the prescribed time and completed the job within approximately 3 hours, leaving our room clean and debris-free. The doors appear to be top-notch and now we can actually see through the glass. Thank you Spiros and GEM for a job well done. Mike & Grethe, South Etobicoke

Was this review helpful?
Company Response

Hi Mike and Grethe,

Thanks for taking the time to review us, and thanks for 10 stars!! At GEM we take pride in our work and the relationship we form with our customers! We are so happy to hear how satisfied you are with our service and your new doors! Looking forward to working with you on your next project!

Private User
Private User
Private User reviews Toronto, ON
1/10

windows

I'm not very pleased with this company and it's response to doing some repairs on windows that they installed 6 years ago. We need replacement parts and it's been over 2 months since they came out to assess the repairs. We also asked for a quote on another window replacement and it was not forthcoming. I do not recommend this company

1 of 1 people found this review helpful.
Was this review helpful?
Company Response

Dear Private User,
Sorry to hear that you are not having a great experience, we would like to change that. If you send your information to info@gemwindows.com, we can have this looked over by one of our management team. We will work to get this taken care of for you in a timely manner.

Regards,
Team GEM

Fernand in Toronto
Fernand in Toronto
1 review Toronto, ON
10/10

Three New Basement Windows

We had three (3) basement windows installed; we are very pleased with the way they were installed. Joe and Mike were very professional. GEM was always reliable and committed. We were told that it would take a bit longer due to COVID-19 delays, but as soon as it was possible, the windows were installed. The work was done neatly, and efficiently. We certainly would recommend GEM windows.

Was this review helpful?
Company Response

Hi Fernand,

Thank you for taking the time to write this review. Our team is the best in town, from sales to installation and everyone in between. It is because of the great staff at GEM that we have been in business for almost 60 years.

Thank you also for recommending us, these recommendations are what keep us going.

Desmond in Toronto
Desmond in Toronto
1 review Brampton, ON
10/10

Front Door Replacement

The installation process was seamless. From initial sales consult with (Tas) to the actual date of delivery and installation, there was an act of professionalism. The actual job was finished in quite a remarkable time. The crew cleaned up and swept the worked area leaving it very clean.

Was this review helpful?
Company Response

Hi Desmond,

Thank you for taking the time to share your experience with us and We are glad you were satisfied with our services.

The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

More about Gem Windows and Doors

Gem Windows and Doors is Toronto's oldest and most trusted window and door retailer, serving South Western Ontario for over 55 years! Our showroom is designed to offer our customers choices from a wide range of window and door products. We specialize in custom window design and fabrication. We source windows worldwide to meet our customer’s requirements.

CATEGORIES
Windows & Doors Installation & Service
PRODUCTS
Today’s vinyl windows are high-tech, ENERGY STAR approved, double and triple glazed, painted with a host of accessories such as brick moulds and interior jambs. Aluminum windows are efficient and thermally broken. They have found their way back to residential homes, in addition to commercial uses. Of course, GEM can also supply wood windows and fiberglass windows. Hybrid windows can be either aluminum clad wood or vinyl or even wood-vinyl composites. GEM is now a distributor for Mastergrain Fiberglass Doors, the leading fiberglass residential entry door. Of course, we carry complete packages of insulated steel doors and wood doors. Don’t forget our fire rated products and commercial doors! Modern homes are utilizing doors that could be considered walls! Lift and Slide Doors can be built in sizes only dreamed about, as can Bi-fold doors and multi-track stacking doors. We must not leave out a full complement of patio doors which GEM offers! A great door requires a great screen and GEM has the pleated retractable and roll-away screens you need. GEM has storm doors to meet your custom as well as standard requirements. Quality Window coverings include a host of blind and shade styles. These are not only the hand operated types but include both hard-wired and solar powered units that raise and lower at the push of a button. GEM also offers interior partitions, interior doors, shower enclosures and glass enclosures inside your home. GEM can manufacture and install railing, canopies, solariums and porch enclosures!
SERVICES
Come to GEM for the best selection for window and door sales and installation. We are fabricators of aluminum windows and sub-fabricator of selected products. We can provide your custom products for new construction and renovation.
BRANDS
Our brands include Pella, Armor, NanaWall, Cardinal Glass, Royal Plastics, Energi, Synergy, Spartan, Windspec, Everlast, Old Castle Glass, Emtek, EntryGuard, Dorplex, Palma, Sunview, Novatech, Mastergain, GEM Transitional and GEM Contemporary. These cover the full range of styles such as modern, traditional, transitional, new constructions, custom, renovation and urban.
STYLES
GEM is able to provide all the architectural and construction styles you require. We carry modern windows and doors. Traditional will always have a place. Transitional products bridge the gap between modern and traditional.
SPECIALITIES
GEM is your one-stop problem solver. Is it getting noisy when you want to sleep? We are experts at soundproofing windows to reduce sound transfer into your home. We invite you to visit our showroom to speak to our professional sales team, to learn more about our high quality custom products.
WEBSITE
http://www.gemwindows.com
YEAR ESTABLISHED
1961
NUMBER OF EMPLOYEES
15
RETURN POLICY
All products made to order
PAYMENT METHOD
Cash, Cheque, Visa, Mastercard, and Financing Available
LICENSES
GEM is a licensed contractor and maintains a manufacturing license. We are WSIB participants, member
MEMBERSHIPS
SAWDAC, BBB
LIABILITY INSURANCE
Yes
WORKERS COMPENSATION
Yes
WRITTEN CONTRACT
Yes
WARRANTY TERMS
Manufacture Warranty plus 5 years of GEM installation
Company profile information is not moderated by HomeStars. Ask the contractor to verify before hiring.